We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-4572797
2 Feb 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4572797 The complaint Mr W is unhappy because Liverpool Victoria Financial Services Limited has declined claims he made on his income protection policy and cancelled it. What happened In March 2016 Mr W was involved in an accident. The following month he took out an income protection p... (3 pages)View decision -
Decision Reference DRN-4592451
2 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4592451 The complaint Mr and Mrs R complain about Royal & Sun Alliance Insurance Limited’s (‘RSA’s’) handling of their home insurance claim. Any reference to RSA includes the actions of its agents. What happened Mr and Mrs R have a home insurance policy with RSA. In May 2022 they c... (3 pages)View decision -
Decision Reference DRN-4420251
2 Feb 2024 1plus1 Loans Limited Not upheldConsumer CreditDRN-4420251 The complaint Mr S complains 1Plus1 Loans Limited: Didn’t tell him they’d taken over his loan from his previous lender Shouldn’t have contacted his guarantor about his outstanding balance Have refused to treat him fairly and put a repayment plan in place What happened In Jan... (3 pages)View decision -
Decision Reference DRN-4571581
2 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4571581 The complaint Mr D is unhappy with how National Westminster Bank PLC (“NatWest”) handled his complaint about unrecognised transactions on his account. What happened Mr D first complained to NatWest in July 2023 about two transactions he didn’t recognise. He says he spent a long... (2 pages)View decision -
Decision Reference DRN-4581175
2 Feb 2024 Succession Wealth Management Ltd Not upheldInvestmentsDRN-4581175 The complaint Mr and Mrs H complain that a predecessor business of Succession Wealth Management Ltd (“Mackenzie”) wrongly advised them to encash an offshore investment bond. The claims management company (CMC) representing them say that alternative methods of meeting their obje... (4 pages)View decision -
Decision Reference DRN-4389721
2 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4389721 The complaint Miss H complains HSBC UK Bank Plc didn’t process her credit card application correctly. What happened Miss H applied for a current account and a credit card at the same time. Both were approved, but for the credit card account to be opened Miss H had to sign the c... (2 pages)View decision -
Decision Reference DRN-4587789
2 Feb 2024 Vitality Health Limited Not upheldInsuranceDRN-4587789 The complaint Mr E complains that Vitality Health Limited has turned down a claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key e... (5 pages)View decision -
Decision Reference DRN-4514238
2 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4514238 The complaint Mr T is a sole trader, trading as R. He’s unhappy with what Great Lakes Insurance SE did after he made a claim on his Hotels and Guesthouses insurance policy. What happened In August 2022 Mr T made a claim on R’s policy following an escape of water which meant the... (3 pages)View decision -
Decision Reference DRN-4597618
2 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4597618 The complaint Mr H complains Tesco Personal Finance PLC didn’t reduce his credit limit when they said they would and failed to communicate with him effectively. What happened As I understand it, Mr H called Tesco on 18 April 2023 asking for his credit limit to be reduced from £... (4 pages)View decision -
Decision Reference DRN-4573841
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4573841 The complaint Miss C complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The circumstances of this complaint are well-known to all parties, so I’ll only provide a summary of key events here. Miss C fell victim to a job scam. She was ... (3 pages)View decision
